Associate Director

We are hiring for two Leadership mandate- Associate Director in Customer service BPO (Gurugram) and Associate Director in Travel Operations BPO (Jaipur)

1) Associate Director in Customer service operations

Experience

15+ Years

Industry

CRM | BPO | Call Center | ITES

Key Responsibilities

Lead end-to-end BPO operations across multiple client accounts

Drive operational excellence while ensuring SLA, KPI & quality compliance

Build and manage strategic relationships with international clients

Lead large cross-functional teams and develop future leaders

Manage client escalations and ensure exceptional service delivery

Drive process improvements, productivity, and operational efficiency

Oversee budgeting, profitability, and cost optimization initiatives

Ensure compliance with regulatory, contractual, and data security standards

Lead client onboarding, transitions, and successful implementation of new programs

What We're Looking For

15+ years of experience in BPO/ITES/Customer Service Operations

Minimum 10 years of experience managing international clients

Strong leadership experience handling large operational teams

Expertise in Client Management, Operations, Service Delivery & Stakeholder Management

Strong analytical, financial, and problem-solving skills

Excellent communication and negotiation skills

Experience with CRM platforms and call center technologies

2)

We're hiring an experienced Director Operations (Travel) to lead large-scale international BPO operations.

If you're passionate about operational excellence, client management, P&L ownership, and leading high-performing teams, we'd love to connect!

Location

Jaipur, India

Experience

1520 Years

Industry

CRM | BPO | Call Center | ITES

Domain

Travel Operations

Key Responsibilities

Lead end-to-end operations for 500+ FTEs across multiple international client accounts

Own P&L, operational strategy, and business performance

Drive SLA, KPI, CSAT, productivity, and operational excellence

Manage international voice customer service operations

Lead client governance, business reviews (Weekly, Monthly & Quarterly), and stakeholder management

Drive process improvement, Lean initiatives, and operational innovation

Collaborate with Sales, Presales, Finance, WFM, Training, Quality, and Account Management teams

Manage staffing, workforce planning, schedule adherence, and resource optimization

Prepare annual budgets, forecasts, and business plans

What We're Looking For

1520 years of BPO Operations experience with leadership responsibilities

Strong experience in Travel BPO Operations (preferred)

Proven experience managing large teams (500+ FTEs)

Strong P&L management and client-facing leadership experience

Deep understanding of international customer service operations

Experience in Voice, Chat, Email, Back Office, WFM, Quality & Training

Lean/Six Sigma Green Belt or Black Belt certification is preferred

Excellent communication, stakeholder management, and analytical skills